Meta

People Portal

People Portal is a centralized, personalized, and intuitive platform that enables Meta employees to effortlessly discover information about their life and benefits at Meta, take action efficiently, and escalate seamlessly into assisted support when they need it.

#HR content #self-service

  • Complete redesign of IA, homepage, and internal pages. Revamp of the Ask to an agent experience was delivered as a concept. The portal was launched on June 2023.

  • Product Designer lead overseeing the end-to-end design process and its artifacts.

  • Co-creation Workshops, Brainstorm sessions, Weekly Sync, Protytyping, Card sorting, Eye tracking, Data analysis

Metaphor for the old People Portal

A well-stocked, but partially organized garage.

The platform within the internal tools plays a crucial role in driving the majority of traffic, as it has over 96K monthly active users, predominantly consisting of full-time employees. However, despite the availability of good resources, users often encounter challenges in finding the information they need, leading them to rely on HR agents for assistance.

WHAT IS THE PROBLEM?

Employees feel overwhelmed navigating and consuming content on People Portal.

Lack of clarity and issues with findability

Cases continue to grow putting pressure on the customer service

Scalability and efficiency issues

We’re designing for all Meta employees

  • “It’s hard to differentiate between some of the categories in the navigation menu.”

  • “There’s supposed to be like sort of like breadcrumbs or whatever to get you back to some other resources.”

  • “I’ll try to find an answer but when I can’t find what I need, I’ll open a case.”

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UNDERSTANDING THE PROBLEM

Getting deeper into Meta’s employee mental model

Card Sorting
How users organize information?

Search log & engagement data
What users search and how often? How they engage?

Eye-tracking analysis
Do users struggle to find information on a page?

INSIGHTS

Meta employees think of the People Portal as a hub or library for benefits info.

They tend to come with a specific purpose use in mind. They gravitate towards search but aren’t satisfied with the search capabilities. They also look for one piece of information that they check repeatedly such as how much PTO they have, or to find a particular tool.

Employee struggle to read a page and find what they are looking for

Eye-tracking consistently reveals regression behavior when employees are given a text to find information on a page.

Design Goals

1. IA prioritizing high-volume questions & and labels with simple and straightforward human language

2. Nail down information discovery on landing pages and articles with bite-sized information and a reliable system of headings

3. Allow users to self-serve recommending timely content, and help HR operations to deflect case creation

DESIGN PROCESS

The outcome

We aimed to create a home page that prioritizes the search function, providing popular suggestions to anticipate employees’ needs. In the first release, we decided to showcase the main benefits upfront, helping users to find what they most seek for. In the future, this section will show case widgets reminding employees remaining balances and important dates for key benefits, allowing them to take action when is needed.

Ask the People Team

We have revamped the process for employees to create cases, significantly enhancing their experience. Previously, they were required to navigate through a wide taxonomy in order to locate the specific subject of the case they intended to open. I proposed a conversational experience that offers helpful suggestions to proactively deflect the need for opening a case.

Landing Pages and Articles Templates

The landing pages feature a refreshed and unique template, incorporating a user-friendly navigation system that leads to articles, offering a fresh and enhanced look.

Articles pages offered quick access to the section’s navigation, and anchor links to aid readers jump to a specific portion of the article. TL;DR provides a summary prior to the reading.

Internal pages are color-coded to help memorization.